- Track, follow-up and resolve customer's outstanding issues effectively; - Take full responsibility and ownership for end to end case resolution; - Provide excellent customer service through telephone, e-mail, chat and all relevant media in timely and accurate manner; - Adhere to company policy, process and procedure; - Develop and maintain in-depth product knowledge; - Gather information, research/resolve enquiries and maintain accurate logs; - Liaise with Customer Care team, management and customer to improve customer satisfaction; - Escalate issues identified to provide long term solutions and minimize repeat issues for Customers; - Participate constructively in initiatives to increase customer satisfaction as required.